Customer Success Manager

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Facilitate the onboarding process for new accounts by aligning objectives, key performance indicators, and training requirements.

• Evaluate clinic and patient workflows, proposing enhancements to improve processes.

• Spearhead clinical experience projects that align with the priorities of the Genomics roadmap.

• Collect customer feedback and document necessary areas for workflow or system improvements.

• Offer assistance with digital platform integrations and associated technical procedures.

• Manage project plans and provide regular status updates.

• Work collaboratively with cross-functional teams to implement initiatives focused on customer satisfaction.

• Educate clinics on new procedures and gather feedback for ongoing improvements.

• Engage in strategic customer meetings to help identify opportunities for expansion.

• Serve as the customer's voice to inform product and service enhancements.

• Deliver best-practice advice both virtually and on-site; support North American Clinical Application Scientists.

• Assist in the investigation of customer complaints related to embryology in collaboration with Product Surveillance.

⛳️ Requirements

• A bachelor's degree is required; advanced experience in embryology and IVF laboratory settings is preferred.

• 3-5 years of experience in life sciences, genetics, or related domains.

• Strong knowledge of embryology and andrology workflows, as well as lab systems.

• Capability to interpret and convey findings from clinical studies effectively.

• Excellent communication skills, professionalism, and the ability to work independently.

• A genuine interest in education and a commitment to continuous learning.

• Willingness to travel as necessary.

🏝️ Benefits

• Medical coverage

• 401(k)

• Parental leave

• Fertility benefits

• Paid time off for vacation, personal, sick, and holidays